Customer Service Team Leader (US-Based Remote)

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

About the Opportunity

We’re looking for an experienced Customer Service Team Lead to join the customer support team of a fast-growing specialty coffee and beverage retail company.

In this role, you’ll lead and support a team of Customer Service Associates, helping them deliver friendly, efficient, and exceptional customer experiences every day.

We’re looking for a hands-on leader who knows how to coach, motivate, solve problems, and bring out the best in people.

• →Lead, coach, and motivate a team of Customer Service Associates
• →Monitor team performance against customer service, productivity, quality, and operational goals
• →Provide regular coaching, feedback, and performance support
• →Conduct team huddles, one-on-ones, and performance discussions
• →Monitor customer interactions to ensure quality and adherence to service standards
• →Assist agents with escalated or complex customer concerns
• →Identify trends and recurring customer issues and recommend solutions
• →Work closely with Operations and other stakeholders to address service opportunities
• →Ensure team members follow established processes, policies, and procedures
• →Track attendance, productivity, quality, and other key performance indicators
• →Recognize strong performance and create an engaging, positive team environment
• →Support training, onboarding, and continuous development of team members
• →Serve as a role model for exceptional customer service and positive team culture

• Previous call center / contact center experience
• Previous experience as a Team Lead, Supervisor, or equivalent people-leadership role
• Strong experience in customer service operations
• Excellent verbal and written English communication skills
• Strong coaching, mentoring, and people-management skills
• Ability to manage performance and provide constructive feedback
• Strong problem-solving and decision-making skills
• Comfortable working with performance metrics and KPIs
• Ability to handle escalations professionally and effectively
• Strong organizational and multitasking skills
• Comfortable working with multiple systems and applications
• Ability to work independently in a remote environment
• Willingness to work 8:00 AM–5:00 PM PST, Monday–Friday

You’re someone who: